Spark Energy, L.P.

To Whom This May Concern: This is Spark Energy’s formal response to Revdex.com Complaint No: [redacted] Thank you from bringing Ms [redacted] concern to our attention and for allowing us to address it Ms [redacted] complaint states that Spark Energy continues to call her to solicit serviceThe customer states that she has expressed her disinterest several times but that we continue contact herMs*** would like to be placed on the “Do Not Call List” We have reported this complaint to our Marketing department to have Ms [redacted] phone number of *** [redacted] placed on the “Do Not Call List”It has been confirmed with the Marketing department that implementing Ms [redacted] phone number into “Do Not Call List” can take approximately seven (7) business days Spark Energy sincerely apologizes for any inconvenience that [redacted] *** has experienced regarding this matterPlease do not hesitate to contact me should you have any further questions or concerns Best regards, [redacted] *** | Office of the President [redacted] / [redacted] Style Definitions */

Sent: Friday, June 26, 1:PM To: drteam Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business # [redacted] To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Rejection [redacted] [redacted] has requested to have the Early Termination Fee (ETF) waivedIn an effort to appease [redacted] ***, Spark has agreed to waive the ETF associated with his account Regards, Martha L [redacted] | Consumer Affairs Supervisor [redacted] | [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards,

To Whom This May Concern: This is Spark Energy’s (“Spark”) follresponse to Revdex.com Rebuttal [redacted] Spark apologizes for any inconvenience that the customer may have receivedTo re-confirm, Mr [redacted] states that we have not addressed his concerns, however on 8/2/Spark contacted Mr [redacted] and advised him that the $in question was for the billing dates of 9/4/2015-10/6/The customer then stated that was the information he wanted as he did not want to pay for a bill without explanationIn regards to the contract expiration letter, as previously mentioned it was indeed sent to the customer on 6/5/as Mr [redacted] contract did not expire until 8/4/However, please note that [redacted] contacted Spark on 12/17/inquiring about the high bill and he was advised of the $as well as, the billing cycle that it stemmed fromThe customer opted to cancel at that time; per the utility’s decision the contract terminated on 1/7/As it stands, Mr [redacted] account does not warrant any credit adjustments and the balance of $remains duePlease let me know if you have any further questions or concernsBest regards, April ***

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ***’s concern to our attention and for allowing us to address it Mr [redacted] has filed a complaint because he received an elevated bill since he was not charged for supply services for three monthsHe requested to have his services cancelled In January but realized that his services were still active in MayHe contacted Spark about this issue and he was advised that his services were not terminated as requestedSpark then sent him a gift card in the amount of $but he feels that this is not satisfactory since his account was not cancelled in time Investigated Results: · On 08/07/2014, [redacted] authorized the switch to Spark with [redacted] ; an agent associated with the third party vendor [redacted] Mrs [redacted] enrolled in Spark’s Advantage Plus plan which offers a fixed rate of per therm for months with a $monthly fee and a $early termination feeThe TPV is attached for your review · On 08/15/2014, Spark issued the Welcome Letter (Letter Attached) · On 09/08/2014, Spark services became active · On 01/20/2015, Mrs [redacted] called in to cancel the account and was given confirmation number [redacted] · On 05/20/2015, Mrs [redacted] called in to inquire as to why her services were still active Spark explained that the original drop was not submitted and that they can have a supervisor give her a call back to discuss her problem · On 05/21/2015, Mrs [redacted] called in to discuss her chargesSpark advised that a re-rate will be processed from 02/10/ through the termination date on the accountMrs [redacted] agreed and asked to be called back to inform her of the credit amount · On 05/28/2015, Mrs [redacted] called in to inquire about her credit Spark advised that she will receive a credit in the amount of $as a result of the re-rate for billing periods 02/10-05/11/Spark advised that the final month still has to be re-rated and will be added to her credit · On 06/08/2015, Spark contacted Mrs [redacted] and advised her that the credit of $is still waiting to be applied and that the final reading is need to complete the re-rate for the month of May/June Furthermore, Spark advised that, if needed, a payment plan can be offeredMrs [redacted] did not have any further questions at this time Outcome: Spark apologizes for any inconvenience that this may have caused but believes that Mrs [redacted] was charged correctly per the terms agreed uponUnfortunately, when Mrs [redacted] contacted Spark on 01/20/to cancel her account, the Spark agent failed to submit the drop to the utility company which caused Mrs***’s account to remain activeIn efforts to resolve Mrs [redacted] concern, Spark will process a re-rate for billing periods 02/10-06/09/and will apply the final credit to the account As it relates to Mrs***’s balance, please be aware that Spark discovered that the utility was not rejecting accounts individually if they were found to have errors and were in fact rejecting entire files (all of Spark’s customer records) if even one record had an error Unfortunately, the process to resend the “good” records was not working effectively However, Spark has since implemented a new process to identify the rejected files, extract the flawed accounts, and immediately resend the remaining accounts in accordance with the utility billing windowThe affected billing windows in Mrs***’s account are 09/08/2014-04/09/ As determined by the utility company, the account will be terminated on 06/09/2015.Best Regards, [redacted] | Consumer Affairs Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint fully In our conversations over the past couple of days, Mr [redacted] from Spark Energy advised me that the incorrect rate had been changed to the proper rate on my accountThis is true - I verified it was doneHe told me the account had been credited eighty some odd dollars for the over payment and that has not occurredThat is, my Eversource Account shows no credit for the overpayment though I understood mr [redacted] to say it was credited on 8/10/Since my email was hacked I cannot get into my Spark account signing in with the old userid and passwordWhen I try to establish a new one it doesn't recognize my account number [redacted] Thus I am unable to get into my Spark Energy account and verify that the name on the account is the proper one.Finally the Spark Energy statement to Revdex.com stated that the account was transferred from [redacted] in the name of Ian MacDonald This is not trueI carried the service in my name through Connecticut Light and [redacted] now called Eversource and my son, Ian has never shared an account with me nor transferred service to Spark so I am still concerned how those two separate names and unrelated accounts got tangled and still don't know if my account under my name is accessible with the account number above Regards,Kate [redacted]

v\: [redacted] o\: [redacted] w\: [redacted] To Whom It May Concern: This is Spark Energy’s (“Spark”) follresponse to Revdex.com Case # [redacted] Spark would like to thank Mr [redacted] for taking the time to express his concernsWe understand that this issue is important to Mr [redacted] so that makes it extremely important to usSpark does not condone the misleading of any customer for financial gain Again, we are sorry to hear that Mr [redacted] has received unwanted solicitations from SparkSpark sincerely apologizes for any inconvenience this may have caused and would like to ensure that we are continuously reinforcing our training and sales guidelines with all of our sales vendors on how to properly inform potential customers of our products and services Thanks, Martha L [redacted] | Consumer Affairs Supervisor CityWest Blvd, Ste | Houston, TX Tel: 832-333- ml***@sparkenergy.com | http://www.sparkenergy.com / [redacted] Style Definitions */

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address it [redacted] has filed a complaint because he was not notified of his contract coming to an endWhen he contacted Spark he was told they can renew his account but that the new fixed rate would take effect in 1- billing cyclesMr [redacted] decided to cancel his serviceHis wife also contacted Spark and was told that if the account would have been renewed then a credit could have been grantedMr [redacted] states that his invoices are usually about $but the current invoice was $and he received another invoice for $after cancelling his services with SparkMr [redacted] feels that he should have been notified of his contract status to avoid the high invoices he received Investigated Results: · On 09/27/2013, Mr [redacted] authorized the switch to Spark with Sara Gacic; an agent associated with the third party vendor, [redacted] Mr [redacted] enrolled in Spark’s fixed plan which offers a rate of per therm for months with a $monthly fee and $early termination fee · On 10/04/2013, Spark issued the Welcome Letter (Letter Attached) · On 11/05/2013, Spark services became active Beginning in the month of July 2014, due to a billing oversight Spark missed consecutive billing window periodsIn each case Mr [redacted] ’s utility bills would not reflect his Spark supplier charges These missed billing windows are as follows: o Billing Period - 06/06/- 07/08/o Billing Period - 07/08/- 08/08/o Billing Period -08/08/- 09/08/o Billing Period - 09/08/- 10/07/ · On 11/06/2014, per the terms agreed upon, Mr [redacted] ’s account rolled over to a variable rate · On 11/11/2014, Spark generated charges for billing period 10/07-11/06/This invoice included charges for missed billing periods as well, but not all (Invoice Attached) · On 12/11/2014, Spark generated charges for billing period 11/06-12/08/This invoice did not include charges for missed billing periods (Invoice Attached) · On 12/15/2014, Mr [redacted] called in to cancel his service and was provided with confirmation number [redacted] o [redacted] called in as well to request a re-rate due to not being notified on the contract statusSpark advised that since a cancellation request was submitted a re-rate would not be possible · On 12/16/2014, the utility confirmed the termination date of 01/07/ · On 12/22/2014, Mr [redacted] sent Spark an email regarding his accountSpark responded and confirmed that no adjustments will be made on the account · On 01/13/2015, Spark generated charges for the billing period 12/08/2014-01/08/This invoice also included charges for missed billing periods (Invoice Attached) Outcome: Spark apologizes for any inconvenience that this may have caused but believes that Mr [redacted] ’s rate was charged correctly per the terms agreed uponIn the terms of service sent to Mr [redacted] on 10/04/2013, the following statement provides expectations should Mr [redacted] fail to execute a renewal: “In the event that Spark Energy does not notify you of any changes to the contract terms or price prior to the expiration date of the Term, the price for natural gas service automatically continues at a Variable market rate.” Unfortunately, the aforementioned consecutive missed billing windows contributed to the elevated invoices Mr [redacted] has received However, Spark confirms that all charges are correct on Mr [redacted] ’s accountThe account was terminated on 01/07/ After further consideration, Spark has agreed to re-rate Mr [redacted] for the service periods after contract expiration Once the re-rate is completed, a check will be sent to the customer’s mailing address on file Please let me know if you have any further questions or concerns Best Regards, Hector Pena | Consumer Affairs Specialist

Good afternoon,No additional information was providedPlease indicate outstanding concerns.Martha ***

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ’s concern to our attention and for allowing us to address [redacted] has filed a complaint because even though she has provided a confirmation of payment Spark is unable to locate the payment and apply it to her account Outcome: At this time, Spark is in communication with the AR department to locate the missing payment in questionSpark would like to assure Ms [redacted] that the issue will be resolvedUpon confirming the payment through AR, Spark will apply the payment to the appropriate account We apologize for any i***nvenience that this may have caused but will ensure that all necessary steps are taken to resolve Ms [redacted] ’s concernSpark will reach out to Ms [redacted] to phone number [redacted] to provide an update on the investigated results Please do not hesitate to contact me if you have any further questions or concerns Best Regards, Hector P [redacted] | Consumer Affairs Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, we do not agree with there settlementThe full amount o $and the case will be settled

Good afternoon,The customer did not explain why she is not satisfied with our responseWe have address her issues at hand and have confirmed that the balance is duePlease advise on next stepsRegards,Spark Energy

To Whom This May Concern: This is Spark Energy’s response to Revdex.com Complaint No: [redacted] Thank you for bringing Ms [redacted] ’s concern to our attention and for allowing us to address it Ms [redacted] ’s complaint states she was visited by a door-to-door sales representative who claimed they were the area’s new service providerThe complaint states the sales rep informed Ms [redacted] that because she was on an assistance program with her previous provider she would only pay $per month, but she actually received invoices for $The complaint also states that Ms [redacted] requested to cancel her account, but was later provided with conflicting answers as to why the account was not cancelled upon her requestMs [redacted] feels deceived and would like to be reimbursed to what she was told she would have to pay Investigated Results: · On 8/1/2014, Michael [redacted] , who works for third-party vendor Empower (EMS2), visited the residence of Ms [redacted] Ms [redacted] authorized an enrollment into Spark’s Spark Carbon Neutral Safeguard plan, a twelve (12) month fixed price contract at $per month without an early termination feeMs [redacted] indicated that she was participating in the California Alternate Rates for Energy (“CARE”) programThe third-party verifier informed the customer that by enrolling with Spark she would no longer receive her CARE discount on the supply portion of her bill; Ms [redacted] expressed her understanding of this informationThe third-party verifier also advised the customer of the rate she was agreeing to, and informed her that by enrolling with Spark she would receive two (2) invoices: one from her local utility company for delivery services, and one from Spark for supply servicesMs [redacted] expressed her understanding of this information as wellI have attached the TPV for further review · On 8/5/2014, Spark mailed a Welcome Letter, which included the contract’s Terms of Service, to Ms [redacted] ’s residenceThe Welcome Letter indicated the customer would be paying $per month for natural gas supply servicesI have attached the Welcome Letter for further review · On 9/18/2014, as determined by [redacted] Gas Company (“***”), the customer’s local utility company, Ms [redacted] ’s account with Spark became active, and it was scheduled to end on 9/18/ · On 10/27/2014, Ms [redacted] called Spark to inquire about cancelling her accountThe agent that assisted Ms [redacted] advised her that the cancellation request had been submitted and the process would take 1-billing cycles depending on the confirmation date provided by *** · On 12/29/2014, Ms [redacted] called Spark to inquire about why she was still receiving invoicesThe agent that assisted Ms [redacted] informed her that the cancellation request was denied due to an outstanding balanceMs [redacted] made a payment to bring her account balance current, and the agent confirmed Ms [redacted] ’s cancellation request was submitted successfully · On 12/30/2014, Spark received Ms [redacted] ’s complaint Outcome: Ms [redacted] authorized an enrollment into a fixed price plan at $per monthSpark mailed correspondence to Ms [redacted] ’s residence informing the customer of the terms and conditions of the enrollmentDue to an administrative oversight, Ms [redacted] ’s cancellation request was not successfully submitted on 10/27/Spark has since successfully submitted a cancellation request for Ms [redacted] ’s account, and the account has been scheduled to terminate on 1/23/2015, as determined by *** Spark Energy did provide Ms [redacted] with savings during the winter months compared to ***’s rate of $per thermIn an attempt to make a good faith effort to resolve Ms [redacted] ’s concerns, Spark will re-rate the customer for the months that she did not save with Spark Energy Furthermore, we have communicated the customer’s complaint to our sales group to ensure that every representative is presenting Spark’s service correctlyWe would also like to report that this incident is under review so that the appropriate action can be assessed to the sales agent responsible, as it is not our intent to enroll CARE customers Spark Energy sincerely apologizes for any inconvenience this may have caused and would like to ensure that we are continuously reinforcing our training and sales guidelines with all of our sales vendors on how to properly inform potential customers of our products and servicesPlease do not hesitate to contact me if you should have any further questions or concerns regarding this matter Best regards Caleph H [redacted] | Office of the President CityWest Blvd, Ste | Houston, TX

To Whom This May Concern: This is [redacted] ’s response to Revdex.com Rejection No [redacted] has provided additional documents to support her stance on the matterShe explains that the letter she received on [redacted] informed her of her “fixed rate” coming to an end on [redacted] Outcome: [redacted] apologizes for any confusion that this letter may have causedAlthough [redacted] enrolled under the flex plan, she received a letter stating that her fixed rate was going to expireThis discrepancy has been escalated to our billing team for further review However, despite the verbiage on the renewal notice that [redacted] received, the Welcome Letter sent on [redacted] set the initial expectations for [redacted] in regards to her termsIn effort to resolve this matter, [redacted] has agreed to re-rate [redacted] back to the utility rate but will not process a re-rate utilizing the “introductory rate” of [redacted] per kWh, as the customer was enrolled on a variable rate product To confirm, the billing periods to be re-rated will be from [redacted] and will be re-rated to the local utility rate.Please let me know if you have any further questions or concerns.Best Regards, [redacted] | Consumer Affairs Specialist [redacted]

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ***’s concern to our attention and for allowing us to address it [redacted] has filed a complaint because she claims that Spark is a scam and she has not saved on her energy costsSpark raised her rates from per therm to $per therm without notifying herShe was told by Spark that they made an attempt to contact her in October when her contract expired but she didn’t answerMs [redacted] doesn’t believe that this call was madeMs [redacted] also explains that Spark missed two billing windows and then sent her a collections noticeIn efforts to resolve her concern, Spark Energy offered her a $gift card which she has yet to receive Her most recent invoice reflects a rate of $per therm without her consent to renew or make changes to the accountShe was advised that her contract states that if she does not receive a notification from Spark then she automatically rolls over to a variable rate Investigated Results: · On 09/19/2013, Ms [redacted] authorized the switch to Spark with [redacted] ; an agent associated with the third party vendor, [redacted] ***).Ms [redacted] enrolled in Spark’s Advantage Plus plan which offers a fixed rate of per therm for months with a $monthly fee and a $early termination feeThe TPV is attached for your review · On 09/24/2013, Spark issued the Welcome Letter (Letter Attached) · On 10/10/2013, Spark service became active · On 10/03/2014, Spark Energy made an attempt to contact Ms [redacted] to advise of the contract end dateThe call was answered then releasedNo voicemail was left · On 10/11/2014, per contract terms, the Spark rate rolled over to a month-to-month rate · On 10/17/2014, Spark Energy missed the billing window for billing period 09/15/-10/13/ · On 12/19/2014, Ms [redacted] contacted Spark to inquire about the termination notice she receivedSpark advised her that it was due to a delayed billing issue and offered a $gift card as a courtesy · On 01/16/2014, Spark Energy applied billing period 09/15-10/13/to invoice no [redacted] (Invoice Attached) · 01/23/2014, Ms [redacted] called in due to a high billThe agent explained that it was due to the delayed charges for billing period 09/15/2014-10/13/for the amount of $32.36.Ms [redacted] requested a supervisor o Ms [redacted] was transferred to a supervisor and she requested to cancel her services due to the bill increaseThe supervisor offered to renew the account but Ms [redacted] declined and requested to have services terminated · On 01/27/2014, Ms***s partner called in to request to apply the fixed rate for the remaining months he will be with Spark Spark advised that it was not possible to process the re-rate for the remaining months but offered a $credit as a courtesyHe decided he will call [redacted] to expedite the cancellation process o Ms***’s partner called a 2nd time to request a renewal and a $credit he was previously offeredThe supervisor advised that a renewal is not possible due to a pending cancellation request on the account but that the $credit can still be applied to the account within 1-billing cyclesThe credit of $was entered in to Ms ***’s account on this day Outcome: Spark sincerely apologizes for any inconvenience that this may have causedUnfortunately, Spark failed to submit the charges to the utility company for billing period 09/15-10/13/within the allotted timeThis resulted in a delayed charge being applied to invoice no [redacted] on 01/16/ In regards to Ms***’s rate, the Welcome Letter sent to Ms [redacted] on 09/24/included the following verbiage on page three (3): “In the event that Spark Energy does not notify you of any changes to the contract terms or price prior to the expiration date of the Term, the price for natural gas service automatically continues at a Variable market rate.” The statement above provides expectations to Ms [redacted] should she fail to contact Spark and execute a renewal However, Spark has applied a credit of $ on Ms***’s account which should reflect on her invoice within 1-billing cycles.Please let me know if you have any further questions or concerns.Best Regards,Hector P [redacted] | Consumer Affairs Specialist [redacted]

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Rejection No [redacted] MsM [redacted] has again reviewed Spark’s previous response to complaint no [redacted] and has determined that Spark has not re**lved her complaint Spark Energy is a third party supplier and only charges for gas consumption based on the meter readings provided by the utility company MsM***’s first invoice on 12/16/contained a pamphlet (Information Attached) that provided MsM [redacted] with the following key points: • [redacted] Gas will still deliver your gas and read your meter • [redacted] will no l***r charge you for gas supplyThis charge is removed from your [redacted] Gas bill • Now that the supply charge won’t be on your [redacted] Gas billSpark will send you separate bill for supply • Don’t worry; you’re not being double billedSpark Energy will always only charge you for natural gas supply-not delivery Furthermore, the invoice attached clearly provides the Spark Energy chargesShould MsM***have any doubts about her charges, Spark suggests she contact her utility company for further explanation and confirmation of her delivery charges Spark believes that all appropriate and corresponding documents were provided to MsM [redacted] in the previous response to support Spark’s stance in this matterSpark al [redacted] confirmed the verbiage in the TPV which provided clear expectations to MsM [redacted] in regards to the Spark gas servicesAs mentioned before, Spark has no control over ***’s charges and it is strictly determined by the utility company At this time, Spark feels that the customer’s concern has been addressed with proper documentation and is requesting that the complaint be closed as “administratively closed.” Please let me know if you have any further questions Best regards, Martha L [redacted] | Consumer Affairs Supervi**r CityWest Blvd, Ste | Houston, TX [redacted] @sparkenergy.com | http://www.sparkenergy.com / [redacted] Style Definitions */

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Case # [redacted] Ms [redacted] has filed a complaint because she states that she has not been receiving her [redacted] discountMs [redacted] is also concerned that her usage was increasing by kWh every monthCustomer goes on to state that in the month of September, Spark failed to send her out a billMs [redacted] contacted Spark and was advised that her account would be reviewedAt this time, Ms [redacted] is requesting a correct bill and additional time to pay the outstanding balance Investigative Results: · On 06/06/2014, Spark applied May’s [redacted] Discount credit of $to Ms [redacted] ’s account · On 06/25/2014, Spark applied June’s [redacted] Discount credit of $to Ms [redacted] ’s account · On 07/02/2014, Spark applied July’s [redacted] Discount credit of $to Ms [redacted] ’s account · On 07/03/2014, Spark applied July’s corrected [redacted] Discount credit of $to Ms [redacted] ’s account · On 10/09/2014, Spark applied August’s [redacted] Discount credit of $to Ms [redacted] ’s account · On 11/12/2014, Spark applied September’s [redacted] Discount credit of $to Ms [redacted] ’s account · On 02/10/2015, Spark received a payment of $The remaining balance on the account after the payment was applied was $ · On 02/12/2015, Spark mailed Ms [redacted] a Disconnect Notice Letter for the past due amount of $368.74, which is set to expire on 02/23/(Letter attached) Outcome: Spark apologizes for any misunderstanding that may have occurred but believes that Ms [redacted] ’s charges are accurateSpark generates the customer’s charges based on the usage provided by the utility companySpark would recommend that the customer register at www.smartmeter***.com so they can see when their peaks happen and what may be causing the increases Furthermore, Spark underwent a system migration and caused Ms [redacted] ’s September invoice to be delayedSpark held the invoice to ensure that all charges were accurate before sending out to the customerSpark apologizes for the delay in sending out the invoice Again, Spark apologizes for any confusion or misunderstanding in regards to Ms [redacted] ’s account balanceAttached is Ms [redacted] ’s billing history which will provide her complete account details in regards to usage, adjustments and service periodsAs an act of good faith, Spark has agreed to offer Ms [redacted] (30) additional days to pay her outstanding balance Please feel free to contact me should you have any additional questions or concerns Best regards, Martha L [redacted] | Consumer Affairs S**ervisor CityWest Blvd, Ste | Houston, TX Tel: 832-333- ml***@sparkenergy.com | http://www.sparkenergy.com / [redacted] Style Definitions */ 3/2/

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I wish to thank the Revdex.com, and it's associates for all the help that you have given me I could not have done this by myself, for they kelp giving me the run around Again I thank you, sincerely, Mr [redacted]

To Whom This May Concern: This is Spark Energy’s (“Spark”) response to Revdex.com Complaint No [redacted] Thank you for bringing [redacted] ***’s concern to our attention and for allowing us to address it Ms [redacted] has filed a complaint because she did not authorize the switch to SparkShe states that Spark has approached her house on six occasions but state that they are there on behalf of the utility companyThey made her answer a few questions over the phone but they did not translate any of the questionsShe is a Spanish Speaker and is afraid that she will lose her gas serviceNow she is receiving separate bills aside from her utility company Investigated Results: · On 10/16/2014, Ms [redacted] authorized the switch to Spark with David [redacted] ; an agent associated with the third party vendor ImmergeMs [redacted] enrolled in Spark’s Price Protect plan which offers a rate of per kWh for months with a $monthly fee and a $early termination feeThe TPV is attached for your review · On 10/17/2014, Spark issued the Welcome Letter (Letter Attached) · On 12/03/2014, Spark services became active · On 02/05/2015, Spark received a cancellation request from the utility company with the termination date of 03/05/ Outcome: Spark apologizes for any inconvenience that this may have caused but believes that the TPV completed on 10/16/completed by Ms [redacted] validates the enrollmentThe verifier clearly states that the call is to complete the enrollment for spark servicesFurthermore, after reviewing the TPV, it appears that Ms [redacted] was able to understand the verifier as well as the questions being askedHowever, in efforts to resolve Ms***’s concern, Spark has agreed to waive the early termination fee which will leave Ms***’s account balance at $ Please let me know if you have any further questions or concernsBest Regards, Hector [redacted] | Consumer Affairs Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint At this point I'm exhausted with this matter and this companyI truly hope this is my last correspondence with themObviously, when I speak to Spark Energy I receive information that seems to be communicated differently to the Revdex.comIn short, on 05/27/I called and left a message from [redacted] at Spark Energydays later on 05/29/a female representative from this company called me and stated "I'm contacting you to inform you that since your contract ended on 03/17/we put you on a month to month rateTherefore, we had to do a "'re-rate" for you""We adjusted your balance from $to $and you can continue with the payment arrangement we previously set you up for"Okay, I feel some relief hearing thisHowever, Im confused about this entire contract situation because I was never informed that I had oneNext, my question to her was what contract was this placed in and why hadn't anyone spoken to me about this? In addition, I asked "how would I know about this "'re-rate"? She replied " you wouldn't, that's why I'm telling you about it now"(Listen to the recorded conversation)Lastly, today 06/4/I contact the deliver of my natural gas charges - [redacted] ***She informed me of my balance to them and then indicated that I owe Spark Energy $from my April- billing cycle I contact Spark Energy directly after to ensure these are my final charges since 05/28/is my termination date from this companyThe male representative says " you have a $balance and we have credited you $due to this previous matter"I asked him several times are you sure"Yes, currently it indicates there has been a credit and I can set that up to be sent to you right now""It takes up to days to receive it"(?????Why hasn't anyone from Spark Energy contacted me between 05/and 06/04?)At any rate, I asked him about the charges of $from my April billing cycle on my May billHe indicated " take care of your delivery charge to [redacted] and allow a time for Spark to communicate with [redacted] about that $that should be adjusted off your bill.If this in fact is validplease ensure I have my credit sent to me, please ensure my account is closed with Spark Energy, please send me a statement indicating I have a $balance and please contact [redacted] A.S.A.P so that they can adjust that $off my [redacted] bill Regards, [redacted] ***